2558766- RCA-Downtime Notification Policy -Communication

Symptom

RCA-Downtime Notification Policy -Communication

Cause

The process of delivering downtime notifications and root cause analysis (RCA) to our customers IT contacts for outages and severe service degradations experienced with the SAP Hybris Cloud for Customer/ SAP Business ByDesign cloud solution.

Resolution

We will inform our customers about unplanned downtimes of test and productive systems.

•A series of notification emails are sent to inform the customer about the downtime status.•These notification emails are sent to the customer’s registered IT contacts.•In case of an unplanned system downtime, first downtime notification is sent.The customers will also receive interim update notifications about system status for downtimes that last more than 1 hour.•In case the issue can be resolved immediately then “Issue Identified and Resolved” notification is sent. The customers will also receive interim update notifications about system status for downtimes that last more than 1 hour.•Once the system reverts to normal behavior, customers are notified about restoration of normal service.

For all productive systems, root cause analysis (RCA) will be communicated to customers as soon as the root cause is identified.